Case Study: Northumbrian Water achieves easier, faster customer payments with Netcall’s payment support app

Creating a low-code application for payment support

Northumbrian Water was struggling to give customers a quick, digital way to change payment arrangements — customers could make offers but had no instant decision or easy self-service option. To address this, Northumbrian Water worked with Netcall, using Netcall’s Daily Dash low-code approach to prototype a payment support application.

In July 2021 Netcall delivered an online payment support feature: a banner on monthly account pages opens a request form so customers can adjust their monthly/direct debit amounts and access links to financial support. Netcall’s low-code solution let Northumbrian Water roll out a faster self-service route that reduces reliance on the call centre and improves customer payment handling and feedback.

Northumbrian Water

Angela MacOscar

Head of Innovation